Summary
Overview
Work History
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Cindy Reyes

Whittier,CA

Summary

Dedicated Quality Assurance and Risk Management professional with experience in compliance, quality assurance, and regulatory standards. Skilled in analyzing accounts, devising streamlined processes, and ensuring adherence to policies and federal regulations. Recognized for stakeholder collaboration, driving process improvement initiatives, and maintaining high client satisfaction standards.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Central Support Team Specialist

Chase J.P. Morgan
12.2023 - 07.2024
  • Supported Wealth Management teams transitioning book of business from First Republic Bank to Chase J.P Morgan
  • Served as primary contact for Wealth Management associates, addressing inquiries and updates related to brokerage accounts
  • Ensured seamless transitions by collecting and validating necessary client information, maintaining high level of accuracy and client satisfaction
  • Played a key role in the transition project, providing comprehensive training to colleagues stepping into this new roles.
  • Delegated tasks effectively to ensure efficient use of resources while maintaining responsibility for final outcomes.
  • Managed multiple projects simultaneously, ensuring timely completion and high-quality results.

Deposits Quality Assurance Specialist

First Republic Bank
08.2020 - 12.2023
  • Conducted first-level reviews of new accounts and changes to ensure compliance with deposit documentation and KYC standards
  • Maintained findings in QA documentation databases, identifying and escalating any policy or regulatory exceptions
  • Collaborated with Deposits Management to resolve account exceptions promptly and accurately
  • Stayed updated on policy changes, enhancing quality review processes for adherence to BSA/AML KYC standards
  • Identified and reported suspicious activities to compliance teams, leveraging tools such as ChexSystems and LexisNexis
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Educated employees on specific QA standards and confirmed maintenance of standards.
  • Achieved timely resolution of non-conformance issues by implementing corrective action plans working closely with relevant departments.
  • Ensured product compliance with industry regulations by staying up-to-date on relevant standards and guidelines, implementing necessary changes to maintain conformance.
  • Streamlined the documentation process, ensuring adherence to industry standards and regulatory requirements.
  • Collaborated with cross-functional teams to develop robust quality assurance strategies for new products.

Financial Intelligence Analyst

City National Bank
10.2018 - 08.2020
  • Conducted detailed analysis of client transactions flagged by th monitoring system, including but not limited to cash transactions, wire transfers, remote deposit capture, and loans
  • Performed thorough and timely investigations, making well-reasoned and evidence-based decisions
  • Utilized internal bank systems and external research tools to investigate, research, and document findings related to anti-money laundering (AML) investigations
  • Ensure compliance by completing all required training and maintaining up-to-date knowledge of AML policies and procedures
  • Collaborated with relationship managers & colleagues to gather and verify client documentation to meet compliance guidelines
  • Identified potential threats by conducting thorough research on global events and trends.
  • Conducted detailed data analysis to identify patterns and trends in complex datasets.

Service Manager

Wells Fargo Bank
12.2015 - 10.2018
  • Led and developed a team of Customer Service Representatives to deliver effective support for low to moderately complex customer needs
  • Collaborated with key stakeholders and business partners to enhance customer service operations and outcomes
  • Identified and recommended improvements in products, productivity standards, growth opportunities, and risk control strategies
  • Resolved escalated customer inquiries and made strategic decisions to achieve business objectives
  • Interpreted and established service standards and goals to drive performance and customer satisfaction
  • Partnered with senior management, internal teams, relationship managers, and colleagues to optimize service delivery
  • Directly interacted with external customers to ensure a superior experience
  • Managed resource allocation, including staffing and budgeting, to support customer service operations
  • Mentored and guided the professional development of team members and participated in the hiring process to build a high-performing team
  • Improved customer satisfaction by implementing streamlined service processes and staff training programs.
  • Defined clear targets and objectives and communicated to other team members.
  • Established team priorities, maintained schedules and monitored performance.
  • Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.

Lead Teller

Wells Fargo Bank
06.2010 - 11.2015
  • Processed customer transactions efficiently while delivering exceptional service
  • Identified banking opportunities during customer interactions and referred them to the appropriate team members
  • Resolved complex or unusual issues arising during daily operations to ensure customer satisfaction
  • Assisted with workflow management to support Tellers in achieving operational success
  • Managed and addressed customer concerns promptly and effectively
  • Verified the accuracy of Tellers' cash drawers and reconciled discrepancies at the end of each business day
  • Ensured strict compliance with banking policies, procedures, and regulatory requirements
  • Supported the Branch Manager in overseeing all aspects of branch operations, contributing to a seamless and efficient environment
  • Assisted in training new tellers to ensure a consistent level of excellent service across the team.
  • Improved overall branch performance by sharing best practices and collaborating with coworkers to address areas of opportunity for growth.

Skills

  • Team motivation
  • Workflow optimization
  • Meeting facilitation
  • Feedback delivery
  • Regulatory Compliance (BSA/AML, KYC, SARs)
  • Quality Assurance & Risk Management
  • Data Analysis & Reporting
  • Stakeholder Collaboration
  • Process Improvement
  • Tools: Actimize, Salesforce, LexisNexis, ChexSystems, Microsoft Office Suite
  • Project Management

Accomplishments

  • Supervised team of 25+ staff members.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Resolved product issue through consumer testing.
  • Achieved satisfactory audit through effectively helping with audit preparation.


Key Projects
  • First Republic to Chase J.P. Morgan Transition Team (2023–2024): Played a vital role in facilitating smooth client transitions post-merger.
  • Wells Fargo Annual Community Support Campaign (2013–2017): Coordinated campaigns to engage employees in community initiatives.

Certification


  • Wells Fargo Retail Leadership Academy
  • JVS Bankworks Program
  • East Los Angeles College


Languages

Spanish
Full Professional
English
Full Professional

Timeline

Central Support Team Specialist

Chase J.P. Morgan
12.2023 - 07.2024

Deposits Quality Assurance Specialist

First Republic Bank
08.2020 - 12.2023

Financial Intelligence Analyst

City National Bank
10.2018 - 08.2020

Service Manager

Wells Fargo Bank
12.2015 - 10.2018

Lead Teller

Wells Fargo Bank
06.2010 - 11.2015
Cindy Reyes